At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.

If you love a challenge, have experience leading training delivery teams in fast paced operational environments, and have a passion for learning, we want you on our team. Ring Customer Service has an opening for a Senior Training Manager on our Global Learning and Quality team. This team is a cross-functional support team consisting of Learning Experience, Training Delivery, Quality Assurance and Leadership Development. We drive service excellence within customer support through collaboration to support business deliverables, ensuring frontline teams are equipped with the knowledge, skills and behaviors necessary to provide an exceptional customer experience. We are seeking a Senior Training Manager to join our Learning Organization, to lead our training delivery team.

If you are a professional who thrives in a dynamic, ever-changing environment and you have a strong background in contact centers, training and team management, we want to speak with you!

In this role you will be responsible for managing the training needs of all employees at our internal sites and inspect training delivery standards at our vendor teams. We need an individual who thrives in a dynamic, fast-paced environment with the capacity and experience to lead a team of trainers. This role will assist in defining the learning strategy and then following through to deliver impactful business results through implementation and delivery of the training across our customer service teams.

We are looking for a team player who not only leverages their own team to respond effectively to a variety of training scenarios, but is able to work closely with stakeholders to effectively prioritize and deploy training programs based on customer need – from training processes at scale to ongoing leader development. To be successful in this role you’ll need to be well organized, your verbal and written communication skills should be excellent, being able to clearly explain issues and the paths to resolution quickly and succinctly.

Key job responsibilities
• End-to-end ownership of the associate training programs at site: from needs analysis stage, to management and execution of training.

• Ensure that new hires and current employees learning new skills, quickly develop the knowledge and ability to settle in and become experts at what they do.

• Work with Operations leadership to assess, evaluate and prioritize training needs.

• Match needs with existing catalogue of learning content and facilitate delivery and completion of training.

• Identify gaps in existing learning content and work with network teams to innovate, feeding back needs, and participating in creation and testing of content. Play an integral role in gathering customer feedback on key network training initiatives.

• Take a data driven approach to understanding performance issues. Take action to improve the quality and effectiveness of training and coaching at your site for associates as well as leaders and managers.

• Build relationships and influence Operations Leadership team to address issues that inhibit effective learning.

• Partner with different stakeholders to identify opportunities to improve the quality of training and coaching.

• Lead projects to continuously improve the design of training materials, the quality of our instruction, and effectiveness of our coaching interventions.